Shannon Gentile
New Hyde Park,NY
Summary
Adept at leading teams to success, I enhanced customer satisfaction at Lancer Insurance Company through innovative service protocols and staff development. Skilled in complex problem-solving and fostering a culture of continuous improvement, my background includes significant achievements in staff training, performance optimization, and leveraging time management to meet critical deadlines. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
30
30
years of professional experience
Work History
Manager
Lancer Insurance Company
04.1997 - 10.2022
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Representative
Chase Bank
12.1992 - 03.1997
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Education
Bachelor of Science - Business Management
St. John's University
Jamaica, NY06.1992
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Staff Development
- Policy Implementation
- Schedule Preparation
- Performance Evaluations
- Customer Service
- Positive Attitude
- Problem-Solving
Timeline
Manager
Lancer Insurance Company
04.1997 - 10.2022
Customer Service Representative
Chase Bank
12.1992 - 03.1997
Bachelor of Science - Business Management
St. John's University
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